I led a 5-month project to improve how new customers get started with 1oT. The old experience was scattered across emails and required too much hand-holding from our team.

  • My role: workshops, user research, UX/UI design, project management

  • Timeframe: May 2020 - September 2020

We introduced an automated onboarding system that:

  • Helped customers connect their devices faster

  • Reduced support tickets before SIM activation

  • Promoted our value-added services through a 90-day trial

Background

I started by talking to two groups: new customers and our internal teams (sales, support, and technical).

Two big pain points kept surfacing:

  1. Scattered info: Key setup steps were buried across emails — both from us and inside the customer’s company.

  2. Feature blind spots: Customers weren’t discovering our value-added services unless an account manager pitched them — and when they did, people loved them.

We weren’t setting people up for success, and it was showing in our support load and slow ramp-up.

Goals

  • Help customers get their SIMs up and running without complications.

  • Demonstrate the functions and possibilities of the platform to new customers.

  • Promote the use of value-added services.

Process

To start, I mapped out onboarding from everyone’s point of view: customers, account managers, support, and internal tooling. That helped surface moments where people got stuck, confused, or overwhelmed. I used the implementation plans that the account managers had for key accounts.

Then, I ran workshops with the support and tech teams to gather FAQs and recurring issues. We plotted those against the customer timeline to make sure the right info reached users when it actually mattered.

Then I planned and facilitated workshops to create content for the entire journey. The workshops helped us to live through the process and write down ideas for the content as a team.

Finally, the aim of the live tests was to make sure the right people were getting the right information at the right time.

Solutions

Designed time-based and action-based triggers so that instructions and information reach the user at the right time:

  • Personalized emails helped establish a relationship with the account manager.

  • In-platform popups delivered just-in-time tips, not a flood of onboarding at once.

  • Trigger-based emails based on key moments to upsell the advanced features. For example, the invitiation to start 90-day trial for 1oT Terminal’s value-added services was sent when when SIM cards have a first data connection, meaning customers are actively using the devices.

Results

  • Fewer support tickets before SIMs even went online — onboarding was actually working.

  • Credit card adoption spiked — customers now discovered payment features organically, not through settings.

  • Enthusiastic trial feedback — account managers started getting thank-you emails instead of “what does this do?” questions.